Call Centre Payment Services Officer - JOIN OUR DYNAMIC TEAM

Update: Salary revised.

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation: https://www.canada.ca/en/public-service-commission/services/assessment-accommodation-page.html

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

Your application in this inventory will be active for 180 days. A notice that your application is about to expire will be posted to the My jobs menu of your account 21 days before the end of your active period. If you do not take action, your application will no longer be active and therefore no longer considered for this inventory. Should your application become inactive while the process is still open, a notice will be posted to your account indicating that your application has expired; you may select the link Update my Inventory Status to reaffirm your interest.

Please note when submitting an application to this selection process, you will be prompted to answer screening questions concerning the essential education, experience, competency Interpersonal Awareness qualification as well as asset qualifications. Your response to the competency question for Interpersonal Awareness will be used to assess Written Communication as well.

When answering these questions, please provide detailed, concrete examples that clearly demonstrate HOW YOU meet the requirement. Failure to clearly substantiate how you meet the screening criteria will result in the rejection of your application.

ALL OTHER COMPETENCIES/QUALIFICATIONS WILL BE ASSESSED AT A LATER TIME.

Duties

These positions are with inbound call centres located in St. John's, Newfoundland. A Payment Services Officer provides services to the general public with respect to Employment Insurance benefits or Canada Pension Plan/Old Age Security benefits or questions about programs and services for employers. Mandatory training will allow you to acquire a comprehensive and up-to-date knowledge of Service Canada's programs and services.You will receive training to provide you with thorough, up-to-date information on Service Canada’s programs and services.

To excel in this position you must be:
► Highly motivated
► A quick learner
► Quality oriented
► Customer focused
► Able to thrive in a fast paced, high volume environment

We are looking for candidates who possess and demonstrate:
► Strong communication skills
► Excellent customer service skills
► Problem-solving skills
► Information-gathering and computer-keyboarding skills

This position requires the use of a headset for prolonged periods, working in an environment that contains background noise and constant exposure to a computer screen.

Work environment

We understand the importance of finding a mutual fit. Here’s some information about how amazing Employment and Social Development Canada is to be a part of and why we want you to join our team.

Are you interested in being part of a team that is committed to helping Canadians? Can you build trusting relationships with clients and co-workers? Can you make decisions based on a thorough analysis of facts and policies?
We are looking for individuals who share our enthusiasm for compassionate customer service.

The Office Environment:
Although we may work in a cubicle city, it’s an open and vibrant one of like-minded people that encourages collaboration and support among employees. We offer various opportunities to get involved and influence your workplace through different committees, working groups, and other events held year-round. Employment and Social Development Canada is a large, yet connected organization of people dedicated to our clients and improving service delivery by constantly evolving with changes in technology, procedures and legislation.

Work conditions require adapting to change, dealing with stress, and dealing with potentially difficult clients.

Intent of the process

A pool of qualified candidates will be established for temporary positions at the St. John's, Newfoundland Call Centres.

Applicants are encouraged to apply ONLY if they are able to relocate or commute to St. John's, Newfoundland.

You can expect to be part of a simple and innovative process!

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

EDUCATION
Secondary school diploma or employer-approved alternatives (a satisfactory score on the PSC test approved as an alternative to a secondary school diploma; or an acceptable combination of education, training and/or experience).

► PROOF OF YOUR EDUCATION CREDENTIALS AND, IF APPLICABLE, PROOF OF NAME CHANGE DOCUMENT(S) WILL BE VALIDATED AT A LATER DATE. PLEASE ENSURE YOU HAVE THE ORIGINAL COPY OF THESE DOCUMENTS READILY AVAILABLE AS PROOF OF YOUR EDUCATION CREDENTIALS.

Degree equivalency

EXPERIENCE
Experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification.

COMPETENCIES AND PERSONAL SUITABILITY
♦ Communication (written)
♦ Interpersonal Awareness

The following will be applied / assessed at a later date (essential for the job)

Various language requirements
Bilingual - Imperative (BBC/BBC)
English essential

Information on language requirements

COMPETENCIES AND PERSONAL SUITABILITY
♦ Communication (oral)
♦ Communication (written)
♦ Thinking Skills
♦ Verification and Accuracy
♦ Diagnostic Information Gathering
♦ Using Technology
♦ Client Focus
♦ Dependability

Your written and oral communication skill will be assessed throughout the duration of the selection process. This includes this application, your email exchanges and any conversations with the assessment board.

The following may be applied / assessed at a later date (may be needed for the job)

EXPERIENCE
Experience in working as a call centre agent.

At Employment and Social Development Canada, diversity is our strength. If you’re a woman, an Aboriginal person, a person with a disability or a visible minority and are interested in bringing in different perspectives and insights, let us know by completing the Employment Equity (EE) section in your application. Appointments of members of these EE groups could be made to ensure our workforce is inclusive and representative of the Canadian public we serve.

Information on employment equity

Conditions of employment

Reliability Status security clearance

-Willing and able to travel for training purposes
-Willing and able to work shift work

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

Information on employment equity

ACKNOWLEDGMENT OF RECEIPT OF APPLICATIONS WILL NOT BE SENT. WE WILL ONLY CONTACT THOSE CANDIDATES SCREENED INTO THE PROCESS.

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HOW INVENTORY WORKS
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(a) You will only be assessed once.
(b) Your application will be active for 180 days. You will receive notice on your account 21 days before your application is about to expire. If you do not take action, your application will become inactive and no longer be considered. Should your application become inactive while the process is still open, you may select the link “update my Inventory Status” to reaffirm your interest.
(c) Remember to keep your information and application up to date!
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COMMUNICATIONS
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Emails will be used for all communications, including invitations for assessment, so it is important to keep your information up-to-date and provide a valid email address. Make sure your email system accepts emails from unknown users. If you do not respond to our communications, we will interpret as your withdrawal from the process.

Work Description is available upon request.
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ASSESSMENT
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Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

The hiring organization will accept applications on-line only. All job applications must therefore be submitted through the Public Service Resourcing System. To submit an application on-line, please select the button “Apply Online” below. Persons requiring accommodation preventing them from applying on-line are asked to contact 1-800-645-5605.
Information on accommodation for persons with disabilities: https://www.canada.ca/en/public-service-commission/jobs/services/gc-jobs/information-candidates/accommodations.html

If you require any technical aid or accessibility requests, please inform us so measures can be determined to facilitate your full participation in the process. All information received will be kept confidential.

Assessment is planned to occur on an ongoing basis. Failure to attend assessments as scheduled may result in the rejection of your candidacy.

Applicants will be contacted via email to complete one online assessment. Please check your junk mail! To access this test, there is NO software to install - the test is completely online and is compatible with multiple browsers on MS environment PC operating systems.

Candidates who successfully complete the assessments, will be invited to a short telephone interview.

Reference checks may be sought from your most recent employers.

An initial random selection among applications will be made. Randomly selected applicants will be assessed and those who meet all the essential qualifications will be placed in the qualified pool. Subsequent random selections from the remaining online inventory and assessments may be conducted at a later date.

All information obtained throughout the selection process, from the time of application to close of process, may/will be used to evaluate the candidates.

Please note that candidates (including employees of the Public Service) will not be considered to be in travel status or on government business and that travel costs will not be reimbursed. Consequently, candidates will be responsible for travel costs.
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Education NOTE
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-A Secondary School Diploma refers to a High School Diploma.
-Equivalencies granted by provincial or territorial authorities (e.g. - General Education Development (GED), Adult Basic Education (ABE) which is a secondary school equivalent), will be accepted.
-A degree from a recognized* post-secondary institution will be accepted in lieu of a Secondary School Diploma.
*A recognized post-secondary institution includes those categorized as “recognized” as well as “authorized” by the Canadian Information Centre for International Credentials (CICIC).
-The PSC Test approved as an alternative to a secondary school diploma is the Public Service Commission’s General Intelligence Test 320 (GIT-320)
-The acceptable combination will be evaluated by considering the highest level of education achieved and the depth and breadth of training and/or experience accumulated in customer service and/or in an office setting.
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FOR BILINGUAL POSITIONS ONLY
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To be considered for a Bilingual Imperative BBC/BBC position, you must already have
Second Language Evaluation results at the BBC/BBC OR you must be willing to undergo a Second Language Evaluation.

To obtain a copy of SLE results, candidates may make a request at the following website:
https://www.canada.ca/en/public-service-commission/corporate/about-us/contact-us.html#N1.
For more information on SLE, visit the following web-site:
https://www.canada.ca/en/public-service-commission/services/second-language-testing-public-service.html.
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Not sure if this is for you?
If this is not the right time to apply, bookmark this poster as the inventory will remain open until the closing date.
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Preference

Preference will be given to veterans and to Canadian citizens, in that order, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.